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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Mike Hale Acura meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Mike Hale Acura include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Motor Vehicle Enforcement
210 N 1950 W, Salt Lake City UT 84134
Phone Number: (801) 297-2600
Type of Entity
Business ManagementMr. Michael Hale, President Ms. Nita Tuitupou, General Manager
Auto Dealers - New Cars
Alternate Business NamesHale Ltd Inc
5601 S State St
Salt Lake City, UT 84107 (801) 263-0202 (888) 601-1906 (888) 587-4503 (888) 601-9034 Directions
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
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BBB Complaint Process
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BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
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Additional Phone Numbers
- (888) 601-1906(Phone)
- (888) 587-4503(Phone)
- (888) 601-9034(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: On 12/31/2015 I brought my vehicle in for repair to replace rear struts. During drop off I advised the service personnel to take extra caution to the custom aftermarket stereo system that has been installed in the trunk. The service personnel advised me that he would take care of it. Upon pick up there was damage to the sub-woofer, specifically a dent. I immediately advised the service personnel of the damage and he brought out the technician that worked on the vehicle, he claimed he did not do it, gave me several scenarios on what and how it happened, after an hour of this I was able to speak to the service manager. He advised me to get an estimate for repair and we would go from there. On 1/5/2016 an estimate was provided to the service manager via fax from Sound Warehouse where the custom work was completed. On 1/6/2016 I received a call from the service manager and he advised me that he spoke with his general manager and they decided that they did not do the damage and are not going to do anything to repair the damage. The reason I was given is the technician has been with them for 15 years and he denies doing the damage and when damage to a vehicle is done that they are to come fourth with no repercussion. This is the second time I’ve taken my vehicle to Mike Hale Acura and damage has been sustained to my vehicle from their service department. The first time I had to bring it to their attention, the technician did not bring it to the service managers attention. I am very displeased with the service from this dealership and wish to have the damage they have caused repaired immediately.
Desired Settlement: I want compensation for the damage and time taken to repair the damage the service department has caused.
Business Response: Thank you for contacting me concerning this complaint. I apologize for the delay in responding, BBB emails were not coming through the dealership's system. I have read the complaint and investigated on our end. Mr. ***** brought his 2004 Acura TL into our service department with a request to check the suspension. It is our understanding that he had been at other shops trying to find the cause of the noise. He had previously been to a different shop who put aftermarket rear struts on. Mr. ***** had us remove these and replace them with factory rear struts. We also had his driver seat touched up by a vendor on our lot. I have attached pictures which show that the seat back is flat with no protruding parts and the eat is only folded forward. The speaker has a base ring that sticks out and the damage is to the cone of the speaker that is protected. Also from the pictures the speakers is in the center and the struts are on the outside. The technician that worked on Mr. *****'s vehicle is our master technician and we have the utmost faith that he would not damage a part of a vehicle or an accessory that has nothing to do with the area of the vehicle that he is working on. If he did he would immediately bring it to our attention, which is our policy. He has worked at Mike Hale Acura for 15 years with no issues. The damage could have been caused by the other shop who worked on the vehicle, we honestly have no way of knowing. My Service Manager asked for an estimate thinking that it would be a minor repair and would be worth a few dollars to keep the client happy as a courtesy. Instead he was called with an estimate of over $1000. Mike Hale Acura has a track record of admitting fault when we do something wrong or make a mistake; in this case it simply is not something that happened while our technician was working on the vehicle.